Customer Service Representative

Wacker Chemical Corporation USA; Ann Arbor (MI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Insurance day 1

Paid time off

Parental leave

Wellbeing fund

Hybrid work

401(k) match

Education assistance

Career development

Community involvement

Job summary

WACKER is a global chemical manufacturer seeking a Customer Service Representative in Ann Arbor, MI. The CSR will join the sales team, coordinate with Sales Managers, Supply Chain, Logistics, and Credit to deliver excellent customer service and order management.

The role covers pre-sale setup in SMART and SAP, order processing, after-sales support, and E-Business assistance, aiming to maintain strong customer relationships and responsive order communications.

Qualifications

• Associates degree required; Bachelor's degree preferred.
• Minimum 4 years' customer service experience.
• Must have knowledge of SAP and/or Oracle.
• Basic knowledge of logistical processes.
• Excellent computer skills: Microsoft Office.
• Customer- and Service-oriented.
• Excellent communication skills, both written and oral.
• Ability to deal with conflicts.
• Ability to work under pressure.
• Excellent time management and organizational skills.

Responsibilities

• Assist Credit Department and Sales Managers in setting up new accounts in SMART and SAP.
• Order acceptance and entry: domestic and import (indent).
• Monitoring of open orders and coordination with Supply Chain and Logistics in exception management.
• Order delivery tracking and proactive communication to customers.
• Credit-/debit entries in SAP (indent only) and post-sales support.
• Assist E-Business manager in evaluating potential E-Business customers.
• Visit customers with Sales Managers as required.
• Backups for absent CSR colleagues and general administrative duties.

Skills

Customer service

Communication

Conflict resolution

Time management

Microsoft Office

Education

Associate degree

Bachelor's degree

Tools

SAP

SMART

Oracle

Job description

Job Title: Customer Service Representative

Job Location (Short): Ann Arbor, MI, USA, 48108

Posting Start Date: 9/18/26

Do you want to take responsibility and make a difference with your work? With your expertise, we can achieve great goals together. We are WACKER - Reliable. Determined. Ambitious. As one of the world's most research-intensive chemical companies, we've been making countless products that are an integral part of your everyday life possible for over 100 years. From vegan food to resource-efficient buildings to solar cells, we develop sustainable solutions that change the future.

To strengthen our team in Ann Arbor,

we are looking for you as a(n) Customer Service Representative.

This Is Us

You know us. You just didn't know it. WACKER is a global chemical manufacturer that prides itself on Creating Tomorrow's Solutions. WACKER materials are so versatile and adaptable, they have virtually unlimited applications just about anywhere imaginable, making WACKER an integral part of daily life. Whether it's protecting buildings from the elements, a tube of toothpaste, a cell phone, airbags, or cosmetics, people from all over the world come into contact each day with our products and achievements. We are looking for capable, innovative, and enthusiastic achievers to join our team and grow with us. We are currently seeking a Customer Service Representative at the site in Ann Arbor, MI.

What You Will Do

The Customer Service Representative (CSR) is part of the 'sales team' working with Sales Managers, Supply Chain, Logistics, Credit, and various functions within the Business Teams.

This position is responsible for offering the best customer satisfaction for business success by managing customer requests and order management, and by maintaining good relationships with customers

Pre-Sale

• Assist Credit Department and Sales Managers in setting up new accounts in SMART and SAP
• Maintain Customer master data

Sales

• Order acceptance and entry: domestic and import (indent)
• Order change management
• Monitoring of open orders and working in conjunction with Supply Chain and Logistics in exception management of order fulfillment (sales order-material-delivery) including proactive communication to customers
• Order delivery tracking as needed
• Exception management as required: Manage customer inventory (VMI) and review customer electronic portals

After Sales

• Complaint entry and closure of assigned tasks
• Organize returns
• Credit-/debit request entry in SAP (indent only)

E-Business

• Assist E-Business manager in evaluating potential E-Business customers
• Support customers in implementation
• Assist E-Business Team with exception management

Customer Support

• Manage customer requests
• Maintain good relationships with customers
• Monitor order patterns
• Visit Customers with Sales Managers
• Proactively communicate order status/delays incl. 'courtesy' calls

Sales Manager / Key Account Manager Support

• Communicate regularly with Sales/Key Account Managers (exchange information and assist each other in support of customer)
• Visit customers with Sales/Key Account Managers as required

Special Tasks And Other Responsibilities

• Key User (SAP R/3 SD, SMART, IT)
• Distributor support
• Reconciliation of consignment inventory in coordination with Logistics and with Sales Managers
• Backup for absent CSR colleagues
• Other administrative activities e.g. filing, archiving
• Communication interfaces
• Training and meetings

Job Requirements

• Associates degree required, Bachelor's degree preferred
• Minimum 4 years' customer service experience
• Must have knowledge of SAP software and/or similar workplace application programs (Oracle)
• Basic knowledge of logistical processes
• Excellent computer skills: Microsoft Office
• Customer- and Service- oriented
• Excellent communication skills, both written and oral
• Ability to deal with conflicts
• Ability to work under pressure
• Excellent time management and organizational skills

What do we offer?

• Compensation and Incentive plans
• Medical, Dental, and Vision Insurance effective day 1
• Paid Time Off in addition to personal days and holidays
• Paid parental leave
• Wellbeing fund
• Flexible hybrid work arrangements
• 401(k) with company match
• Education Assistance Program
• Career development and advancement opportunities
• Support for Community Involvement

We are looking forward to your online application at www.wacker.com.

Reference Code: 31685

A minimum requirement for this US-based position is the ability to work legally in the United States on a permanent unrestricted basis. Visa sponsorship is not available for this position, including any type of US permanent residency (e.g., for a green card).

Wacker is an Equal Opportunity Employer. We actively promote the equality of opportunity for all who are qualified and bring the requisite experience, talent, skill and potential, without regard to age, disability, sex, race, religion or belief, marriage/civil partnership, pregnancy/maternity, sexual orientation, or any other protected characteristics. We welcome all applications from a wide range of candidates. Selection for roles will be based on individual merit alone.